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  • Contact Center of the Future Reimagined: From Possibilities to Realities

    Everything is changing.  With the ever-present promise of change in the contact center, it’s time to assess what developing solutions like artificial intelligence (AI) and robotics really mean to the customer care profession.  This session will also consider the impact of automation and the evolution of employee engagement, driven by millennial generation workers and customers.  Now in its fifth year at Engage, this session will provide a reality check designed to both challenge and enlighten those who work with an eye toward the contact center’s future.

    The Road to Speech Analytics Success

    Learn about the road to speech analytics success taken by the fastest growing private pension and life insurer in Turkey. Take in where it started, what it’s learned along the way, and where it’s going next in its journey with Verint. Use the outcomes it’s achieved – from lower churn to reduced handle time – and how it leverages speech with other applications (such as quality management and performance management) to help accelerate your own path to success.

    Tuesday, 10:30 AM

    Dallas B